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Complaints Policy

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This policy provides information about our internal dispute resolution (IDR) process. 

Doorsteps Finance Pty Ltd ACN 648 541 879 (credit representative number 531036) and Doorsteps Solutions Pty Ltd ACN 654 334 246 (Australian Credit Licence 537369) (we/us/our) believe that it is essential for our representatives to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.  

We understand that when you use our website, products or services, you are trusting us to handle your data and deal with you respectfully and appropriately. As a result, you need access to relevant information.  

Our Group Privacy Policy sets out how we collect, use, disclose and manage personal information in connection with any use of our products and services, including our website. It is available here

These Terms of Use set out the rules which apply to using Doorsteps website(s), including any microsites and mobile websites, as well as any mobile applications operated by or on behalf of Doorsteps Finance Pty Ltd. You can access it here.

Both Doorsteps Solutions and Doorsteps Finance are members of Australian Financial Complaints Authority (AFCA), and each have in place an IDR process. Doorsteps Finance Pty Ltd is also a member of the Mortgage & Finance Association of Australia (MFAA)

Our IDR service is provided to you free of charge.

How you may lodge a complaint

We encourage you to speak to us about your complaint directly. Please provide as much information as possible, with any supporting documentation if relevant. This will help us to resolve your complaint as quickly as possible.

You can lodge complaints by contacting our Complaints Officer, by:

You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer.

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

In order to assist complainants who might need additional assistance to lodge a complaint, we:

  1. offer multiple methods for lodging complaints, including phone, email, or online;
  2. do not require complaints to be in writing;
  3. ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages and formats (including large print and audiotape). If you require this information to be provided in a different language or format, please contact us;
  4. provide training to all staff (not just complaints management staff) to enable staff to be able to identify, support and assist complainants who need additional assistance, including cross-cultural training; and
  5. allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends.

Dealing with complaints

Our process for dealing with complaints is as follows:

  1. Acknowledgement:  We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
  2. Assessment and investigation:  We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary. 
  3. IDR response:  We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response.  If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.

Response timeframes

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply.

  • Credit-related complaints involving default notices:  No later than 21 calendar days after receiving the complaint;
  • Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings:  No later than 21 calendar days after receiving the complaint.  Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:

  1. resolved the complaint to your satisfaction; or
  2. given you an explanation and/or apology we can take no further action to reasonably address your complaint.

However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:

  1. the complainant requests a written response; or
  2. the complaint is about hardship.

Our external dispute resolution scheme – AFCA

If you are unsatisfied with our response, you may complain to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can also make a general complaint about the handling of your information to the Office of the Australian Information Commissioner.

Australian Financial Complaints Authority

Doorsteps Finance’s Membership Number: 82213

Doorsteps Solutions’ Membership Number: 89775

Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678

Email: info@afca.org.au

Website: http://www.afca.org.au

Office of the Australian Information Commissioner

Address: Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Website: http://www.oaic.gov.au/